corona virus

An overview of the airlines’ rebooking and cancellation rules due to the corona virus

Last update: 21.05.20, 07:00 a.m.CET

Note: Since the current situation around the corona virus is currently very dynamic and changes occur almost every hour, we cannot guarantee that the following contribution is always up-to-date. We will update it regularly, however, and each time will be given a corresponding “time stamp” from the last update.

Due to the corona virus pandemic, almost all major airlines have relaxed the rebooking and cancellation rules for flights (see the current rebooking and cancellation policies of hotel chains here). In the following, we would like to give you an overview of both existing and any new bookings and also show you the best ways of how to cancel / rebook. All information is provided without warranty.

Here you can find out about the current entry requirements for the countries, here you will find the current regulations regarding the status of airline and hotel programs, and here is an overview of what else you should currently consider when traveling.

How do I change or cancel a booking?

With a few exceptions, changes and cancellations are only possible by telephone with the respective airline. However, the hotlines are extremely overloaded for this reason. In the following we would like to give you some tips on how you can still change your trip.

Tip 1) Keep calm

If your trip does not start within the next few days, there is no rush. The call volume will most likely decrease over the next few days and weeks. So wait a little longer before contacting the airline.

Tip 2) Use forms

Various airlines and large online travel agencies such as Expedia offer cancellation forms. You can use this to easily submit your flight for cancellation. This is particularly helpful if the trip is still somewhat in the future.

Expedia cancellation form

Flight shop cancellation form

Emirates cancellation form

Tip 3) Use priority number thanks to frequent flyer status

While the normal hotlines are often overloaded, many airlines offer special numbers for their status customers. Senator customers, for example, have access to the Lufthansa Senator hotline. The waiting time there is currently around 10 to 45 minutes (compared to several hours via the normal hotline). You can find the number of the Senator Hotline on the back of your status card or in your online profile on the Miles & More website under “Contact”.

Tip 4) Visit the ticket office at the airport or the sales office in the city

Almost all major airlines have ticket offices at the airport or sales offices in the cities served. If you live nearby, you can have your flight rebooked there as Persona. At the airports in Frankfurt and Munich there are currently only relatively short waiting times at the Lufthansa ticket counter.

Tip 5) Wait as long as possible before canceling

If the airline has not canceled your flight, you are generally not entitled to a refund. These are only goodwill regulations of some airlines. It is therefore best to wait as long as possible before canceling to see whether the flight may still be canceled. Airlines will also delay deletions to obtain “voluntary” customer cancellations before the flight is officially canceled. If the flight is canceled by the airline, you can request a cash refund and then have a right to it under EU passenger law. In this case, the refund can also be made after the actual departure.

Tip 6) Force reimbursement claims for low-cost airlines through third-party providers

According to experience reports, low-cost airlines such as Ryanair and easyJet in particular are sometimes difficult to reach when it comes to cancellations (rebookings are usually easy to make online). Since taxes and fees make up the bulk of the ticket price for low-cost airlines, you can use third-party services such as RightNow.de to make your claim in such a case. Simply submit your flight there and your claim will be checked and an offer made. In this way, you should be able to get back at least part of the ticket price in many cases, even if no one can be reached by the airline itself. However, you should always wait to see whether your flight is not canceled by the airline anyway, then you are in any case entitled to a refund of the full ticket price.

Is there a right to EU compensation for flight cancellations?

The European Commission has published a clarification on the subject of EU compensation with regard to the current travel situation due to the corona virus. In a nutshell, in the current situation in the event of cancellation / rebooking / postponement, the airlines can almost invoke exceptional circumstances and therefore do not have to pay any compensation. However, reimbursement or replacement transport and hotel accommodation are still to be provided. You can find out more about this here.

The cancellation / rebooking rules of the airlines

All airlines

If your flight has been canceled by the airline, in most countries you are legally entitled to a cash refund for the ticket (or the affected segments if the ticket has already been used). If the airline refuses to do so, we recommend that you complain to your credit card provider about the amount paid (reason: service not provided).

Lufthansa Group (Lufthansa, Swiss, Austrian, Eurowings)

The detailed conditions can be found here

Update – 19 May: Extended goodwill rules

Existing bookings

If you have a ticket for canceled or existing Lufthansa Group Airlines flights, you can keep this ticket without having to first set a new flight date. Existing bookings are initially deleted, but the ticket and ticket value remain unchanged. Rebookings can be made via the Lufthansa Service Center or the travel agency.

For tickets booked up to and including 15 May 2020:

Your flight is canceled, you have the following options:

  1. You can rebook for free to an alternative flight to the same destination and in the same transport class (without tariff difference)
  2. In general, your ticket will continue to hold its value and you can use it for a new trip starting on 31 December 2021. To use this option, please notify Lufthansa by 31 January 2021 at the latest. Carriage class and travel destination are changeable. If the rebooked tariff is more expensive due to a change in, for example, the destination (rebooking from short to long haul), a change in travel class or an additional payment may be required.
  3. If you decide to start a new journey by 31 August 2020 and start your journey by 31 December 2020 at the latest, you will receive a EUR 50 discount * on the ticket price. If the rebooked tariff is more expensive due to a change in, for example, the destination (rebooking from short to long haul), a change in travel class or an additional payment may be required despite the discount.

Your flight is not canceled and you still want to rebook:

  1. You can rebook your ticket once free of charge regardless of the conditions of the originally purchased tariff. The new start of the journey must be by 31 December 2021. The rebooking must take place before the originally planned travel date.
  2. In general, your ticket will continue to hold its value and you can use it for a new trip starting on 31 December 2021 at a later date. To use this option, please register no later than 31 January 2021. If the rebooked tariff is more expensive due to a change in, for example, the destination (rebooking from short to long haul), a change in travel class or an additional payment may be required.
  3. If you decide to start a new journey by 31 August 2020 and start your journey by 31 December 2020 at the latest, you will receive a EUR 50 discount * on the ticket price. If the rebooked tariff is more expensive due to a change in, for example, the destination (rebooking from short to long haul), a change in travel class or an additional payment may be required despite the discount.

According to EU guidelines, if one of your flights is canceled, you are entitled to a full cash refund of the travel price. Unfortunately, Lufthansa has now concealed this on the website. If you want to receive a cash reimbursement, you must not accept a travel voucher or similar beforehand, but must insist on the reimbursement.

Miles & More flight awards (including Fly Smart / mileage bargains) that were booked before 31 March 2020 with a travel date up to 31 December 2020 can be rebooked once to a new date by the end of 2020 (or one year after the ticket was issued, if earlier). It is not possible to change the route. The rebooking must be made by 31 August 2020.

New bookings

For tickets booked between 16 May and 30 June 2020:

Your flight is canceled, you have the following options:

  1. You can rebook for an alternative flight to the same destination and in the same transport class free of charge.
  2. Your ticket continues to hold its value and you can use it to start your journey until 31 December 2021. To use this option, please register no later than 31 January 2021. Carriage class and travel destination can be changed. Please note that there may be additional payments if e.g. B. a higher transport class is selected.

Your flight is not canceled:

For bookings made before 30 June 2020, the Lufthansa Group airlines waive the rebooking fees for all newly booked flights worldwide and offer a one-time free rebooking – regardless of the conditions of the originally purchased fare.

The new start of the journey must be by 31 December 2021. The rebooking must take place before the originally planned travel date. If the original tariff is no longer available, the corresponding difference must be paid.

Aegean Airlines

Update – 17 May: Changed rebooking conditions

The detailed conditions can be found here

All bookings

All Aegean Airlines flights, regardless of the date of issue, can be rebooked free of charge until 27 March 2021. Any difference in tariffs is calculated. If your flight has been canceled, you are also entitled to a cash refund or rebooking without a difference in tariffs.

Aeroflot

Update – 18 March: Improved conditions.

You can find the detailed conditions here and here

Existing bookings

Aeroflot tickets booked before 01 May for a date from 01 March 2020 can be refunded in the form of a three-year Aeroflot voucher. Customers receive a 15% discount on a new ticket on the originally booked route.

New bookings

So far there is no exception.

Air Canada

Update – 01 April: Extended grace period

Update – 24 March: Improved conditions for rebooking and cancellation

Update – 20 March : Aeroplan bookings can now be canceled free of charge

The detailed conditions can be found here

Existing bookings

Flights booked before 01 March 2020 can be refunded free of charge in the form of an Air Canada travel voucher. The travel voucher must be redeemed for a new flight within the next 24 months. You can cancel online through the Air Canada website. Alternatively, free rebookings to a new date within the next two years and a different route are possible, the tariff difference is calculated. If you have booked through an online travel agency, you must contact them. If your flight has been canceled by Air Canada, you can receive a cash refund. Bookings made with Aeroplan Miles can be canceled free of charge until 31 May.

New bookings

Bookings made after 01 March 2020 can be rebooked free of charge or refunded in the form of Air Canada travel credit. A tariff difference applies when changing the booking.

Air France and KLM

Update – 12 April: Extended grace period

Update – 22 March: Changed conditions

The detailed conditions can be found here

Existing bookings

Existing bookings with a departure date until 31 August 2020 can be rebooked free of charge and without a tariff difference to a new date. The new flight must start no later than 30 November 2020. If necessary, the trip can also be postponed to a new date after 30 November 2020, but here the tariff difference will apply. Bookings made directly with Air France or KLM can also be exchanged for an Air France / KLM travel voucher in the amount of the ticket value. If the flight was canceled by Air France / KLM, a full cash refund is also possible.

New bookings

Tickets booked after 22 April for any date can be rebooked free of charge. The tariff difference is calculated for rebooking.

American Airlines

Update – 09 April: Extended goodwill rule

Update – 26 March: Improvement of conditions for new flight bookings

Update – 24 March: Goodwill for flights extended until May

The detailed conditions can be found here

Existing bookings

Travelers with a flight date up to 30 September, whose ticket was issued before 31 May, can rebook it free of charge to a new date until the end of the flight plan in 2021. If no new flight date has yet been determined, the ticket value can also be kept as travel credit.

New bookings

All bookings made from 01 March to 31 May 2020 can be rebooked free of charge. The new flight must be completed by 31 December 2021. The tariff difference may also be calculated.

Aer Lingus

Update – 24 March: Refund now also as travel credit

The detailed conditions can be found here

Existing bookings

Existing bookings made before 06 March 2020 for a departure by 30 September can be rebooked online free of charge. This is possible online via manage my booking. A tariff difference to the new date may apply. Alternatively, reimbursement in the form of a travel voucher is also possible. For flights that should have taken place by the end of June, you will receive 110% of the ticket value as credit (10% bonus). If your flight has been canceled, a cash refund is also possible according to EU guidelines.

New bookings

Bookings made after 06 March 2020 can be rebooked free of charge until further notice. This is possible online via manage my booking.

British Airways

Update – 17 May: Extended grace period

The detailed conditions can be found here

Existing bookings

All bookings made until 31 July with a departure by the end of December 2021 can be rebooked free of charge to a new date or a new route. The difference in tariffs applies. Alternatively, you can cancel your flight free of charge and receive a refund in the form of a travel voucher, which can be redeemed for a new British Airways flight by the end of April 2022.

New bookings

Flight tickets that you book until 31 July 2020 for a travel date in 2020 can be rebooked once free of charge until the end of the year. The new flight date must be within 12 months of the original flight date. Alternatively, a refund in the form of a travel voucher is also possible. The tariff difference is calculated for rebooking.


Cathay Pacific

Update – 12 April: Extended grace period

Update – 24 March: Goodwill rules now apply to all flights

You can find the detailed conditions here and here

All bookings

All Cathay Pacific flights booked between 09 March and 30 June can be canceled or rebooked free of charge. The change must be made by 30 June 2020 and the new departure date must be before 30 April 2021 (or for tickets that have already been booked, within the 12-month ticket validity period.

Condor

The detailed conditions can be found here

Existing bookings

If your existing booking is affected by COVID-19, you will be contacted individually and receive a flight voucher. A cash refund is also an option under EU law.

New bookings

New bookings made until 31 May 2020 can be rebooked free of charge. The Economy Light tariff is excluded.

Delta

Update – 20 March: Extension of the goodwill rule to flights until September 2020

The detailed conditions can be found here

Existing bookings

Trips booked between 14 April and September can be rebooked once free of charge to a new date or a new route. The new trip can be carried out until September 2022. The tariff difference is calculated if the new departure date is after 31 May. Alternatively, reimbursement in the form of delta travel credit, valid until September 2022, is also possible.

New bookings

Bookings made from the beginning of March to 31 May can be changed once free of charge to a new date or a different route. The new flight date must be within one year of the ticket purchase. The tariff difference is calculated.

easyJet

The detailed conditions can be found here

All bookings

All easyJet bookings can be rebooked free of charge until further notice. You can change both the date and the route online. The tariff difference is calculated.

Egyptair

Update – 29 March: Specific goodwill rules for canceled flights published

Update – 17 March: Egyptair immediately discontinues all scheduled flights until further notice. If your flight has been canceled, you are entitled to a free refund.

The detailed conditions can be found here

Existing bookings

Canceled flights can be rebooked free of charge once or refunded in the form of an e-voucher. If your flight from Europe has been canceled, you are entitled to a free cash refund.

New bookings

Egyptair waives the rebooking fee for all tickets purchased before 30 June. These can be rebooked to a new date or destination within the validity of the ticket.

Emirates

Update – 20 April: Improved goodwill rules

The detailed conditions can be found here

All bookings

Existing bookings made until June 30th for a flight up to the end of November 2020 can be rebooked or refunded. For this purpose, the ticket validity was extended to 24 months. During this period, you can rebook your flight to a new date and / or destination in the same region without a fee and without a fare difference. Alternatively, the ticket can also be exchanged for a travel voucher that is valid for one year and can be redeemed for all Emirates flights. If your flight has been canceled by Emirates, you are also entitled to a free cash refund under EU law.

Etihad Airways

Update – 20 April: Extension of the goodwill rule for flights until the end of July

Update – 12 April: Bonus credit when converting to Etihad Credit

The detailed conditions can be found here

Existing bookings

Existing bookings with a departure before 30 July 2020 can be rebooked free of charge up to this date or refunded in the form of Etihad travel credit. Depending on the ticket type, there is a bonus of up to USD 400 and 5,000 Etihad miles when converting to Etihad travel credit (the conditions can be found here). A route change is possible, however the tariff difference is calculated. Etihad travel credit can be used until 30 September for travel until the end of 2020. If Etihad cancels a flight, a cash refund is also possible.

New bookings

All bookings made / made before 31 July can be changed to a new date within ticket validity without charge. The tariff difference is very likely calculated.

Ethiopian Airlines

The detailed conditions can be found here

Existing bookings

Existing bookings for the travel period 01 March to 30 June 2020 can currently be changed free of charge to a new date and / or a new route with departure by the end of 2020. A free cancellation in the form of a voucher for Ethiopian Airlines Reisen is also possible. If the booked flight has been canceled, a free cash refund is also possible.

New bookings

New bookings for the period from 01 March to 30 June can currently be changed free of charge to a new date and / or a new route with departure by the end of 2020. A free cancellation in the form of a voucher for Ethiopian Airlines Reisen is also possible. If the booked flight has been canceled, a free cash refund is also possible.

Finnair

Update – 09 March: Finnair will cancel almost all flights until further notice. If your flight is canceled, you can receive a full cash refund.

Update – 19 March: Goodwill rules now apply to all flights

The detailed conditions can be found here

Existing bookings

If your Finnair flight was canceled by Finnair, you have several options to choose from. On one hand, a free rebooking to a new flight date is possible until 30 November 2020 (tariff difference may apply). Alternatively, a refund is also possible, either cash reimbursement or a voucher with a 10% bonus credit. Changes or refunds can also be initiated after the original departure date.

New bookings

Bookings made by 30 June 2020 can be rebooked free of charge to a new date until the ticket expires. The tariff difference is calculated. Rebookings must be made at least 7 days before arrival. If a flight is canceled in the booking, a cash refund is also possible.

Iberia

Update – 05 April: Extension of the goodwill rules to all bookings for flights until the end of June

Update – 29 March: Extension of the goodwill rules for flights in May

The detailed conditions can be found here

All bookings

Tickets purchased for a travel date between 01 March and 30 June can be rebooked free of charge (there are blackout dates for rebooking). Alternatively, free reimbursement in the form of a voucher is possible, which must be used for Iberia flights by 30 June 2021. If the booked flight from Iberia is canceled, a cash refund is also possible.

Icelandair

Update – 18 March: Extended grace period for new bookings

The detailed conditions can be found here

Existing bookings

All existing bookings for trips up to the end of December 2020 can be rebooked free of charge to a new date within 2020. The destination cannot be changed and the tariff difference may also be calculated. The rebooking can be done online. Alternatively, you can exchange your ticket for Icelandair travel credit that is valid for three years.

New bookings

New bookings made by 31 May 2020 can be rebooked free of charge to a new date within 2020. The destination cannot be changed and the tariff difference may also be calculated. The rebooking can be done online.

LATAM

Update – 18 March: Improved conditions for existing bookings

The detailed conditions can be found here

Existing bookings

If you are subject to travel restrictions for a flight with a departure date before 30 May, you can postpone your flight date to a new date in 2020 free of charge and with no tariff difference. Without a travel restriction, this is also possible free of charge, but the tariff difference must then be paid here. Alternatively, reimbursement in the form of a LATAM travel voucher is also possible, which must be redeemed for a flight by the end of 2020. If the flight is canceled, a cash refund is possible.

New bookings

New bookings made between 16 March and 31 May 2020 for flights between July and December 2020 can be rebooked free of charge to a new date and / or a new route. In this case, the tariff difference is calculated. The change must be made at least 14 days before departure.

LOT Polish Airlines

Update – 11 April: Suspension of all flight operations by 31 May 2020

You can find the detailed conditions here and here

Existing bookings

Existing bookings for the travel period until 31 May 2020 can be rebooked free of charge or reimbursed in the form of LOT travel credit with a 12-month validity. If you choose the rebooking option, you will also receive a 30% discount voucher for your next LOT booking. A route change is also possible. When rebooking there is a discount of PLN 200 on the tariff difference.

New bookings

New bookings made until 31 August for a date up to the end of 2020 can be rebooked free of charge to a new date until the end of March 2021. The route cannot be changed and the tariff difference is calculated.

La Compagnie

Update 15 April: La Compagnie will cease flight operations until 31 May. Should you be affected by the cancellation, La Compagnie will contact you to offer you alternatives or to refund the flight price.

Existing bookings

All bookings for flights up to the end of July 2020 can be rebooked free of charge. Alternatively, reimbursement in the form of a travel voucher is possible, which you can use for a new trip with La Compagnie within 12 months.

Oman Air

The detailed conditions can be found here

Existing bookings

No exception rule. In the event of flight cancellations, a complete cash refund is generally possible.

New bookings

For new bookings of flights up to 31 May with a flight date before 31 October 2020, Oman Air waives the rebooking fee for up to two date changes. A route change or refund is not possible.

Qatar Airways

Update – 15 May Significantly improved goodwill rules

The detailed conditions can be found here

Existing bookings

Existing bookings for trips until the end of 2020 can be rebooked free of charge. The departure location can be varied within the original country of departure and the destination can be changed to another destination within a 5,000-mile radius around the original destination. There is no tariff difference for travel dates until the end of 2020, provided that the same booking class is still available on the new route. For voluntary rebooking, there must be at least 14 days between booking and changing. Alternatively, reimbursement in the form of travel credit with a two-year validity is also possible, here even a bonus of 10% of the ticket value is paid. Another option is to convert the ticket value into Qatar Airway QMiles, for $ 10 you get 1,000 award miles. For all options, you must contact Qatar Airways or your online travel agent used for booking at least three days before departure. Due to the immigration restrictions in Qatar, flights to Doha are no longer possible, in which case you will receive a cash refund.

New bookings

New bookings for trips up to 30 June can be rebooked free of charge (fare difference may apply). Alternatively, reimbursement in the form of travel credit with a one-year validity is also possible. For both options, you must contact Qatar Airways or your online travel agent used for booking at least three days before departure.

Ryanair

You can find the detailed conditions here and here

All bookings

All Ryanair flights that have been canceled or for which travelers would be subject to entry restrictions can be changed to a new date free of charge. The change can be made relatively easily online. If your airline has canceled your Ryanair flight, you can either receive a full refund or a free rebooking, both of which are possible online.

SAS Scandinavian Airlines

The detailed conditions can be found here

Update – 17 May: Extended travel period

Existing bookings

Existing bookings with a departure by 15 June 2020 can be rebooked free of charge to a new date by the end of June 2021. A change of route is not permitted and a possible difference in tariffs will be calculated. Unused tickets with a departure up to 15 June that were booked directly with SAS can also be exchanged for SAS travel credit if required. This must be redeemed within one year of receipt. If the booked flight was canceled by SAS, a cash refund is also possible.

New bookings

New flights booked by SAS by 15 June 2020 for travel up to 01 June 2021 can be rebooked free of charge to a new date. The tariff difference is calculated and refunds are made according to normal tariff rules. The rebooking must be made before departure. The rebooking must be made by the end of November 2020.

Singapore Airlines

Update – 24 March: Goodwill rules for new flight bookings until 31 April

Update – 24 March: Goodwill rules now apply to all flights

The detailed conditions can be found here

Existing bookings

All tickets issued before 15 March with a departure date until 30 June 2020 can either be rebooked free of charge to a new departure date until 30 June 2021 or can be refunded free of charge. Alternatively, it can also be converted into a Singapore Airlines travel voucher.

New bookings

New bookings made by 30 June 2020 can be rebooked free of charge once within the ticket validity period. In this case, the tariff difference is calculated.

TAP Portugal

Update – 11 April: Bonus credit and discount on tariff difference

Update – 18 March: Reduction of the change period from 21 days to 24 hours before departure for all flights

The detailed conditions can be found here

Existing bookings

Existing bookings with TAP Portugal for a travel date before 30 September 2020 can be rebooked once free of charge within the ticket validity until 28 February 2021. The tariff difference is calculated, however there is a discount of up to EUR 100. The change must be requested 24 hours before departure and no later than the end of 2020. Alternatively, for flights with a departure date before 30 June, reimbursement in the form of a TAP travel voucher with a 20% bonus credit and two-year validity is also possible. A cash refund is possible for flights canceled by TAP Portugal.

New bookings

Flights booked before 15 May 2020 for a flight date until 30 September 2020 can be rebooked free of charge once within the validity of the ticket. The change must be made before the end of 2020 and the new departure date must be before 28 February 2021. The tariff difference is calculated.

Thai Airways

Update – 01 April: Thai will discontinue all flights until 30 June 2020.

The detailed conditions can be found here

Existing bookings

Thai will discontinue all flights until 30 June 2020. If you are affected by the cancellation, you can either rebook your flight free of charge or cancel it. Rebookings can be made to a new date by the end of December 2021 (no route change). The reimbursement can either be in the form of a 12-month travel voucher or in cash. Cash reimbursement is required by EU law.

New bookings

Old: Thai Airways generally waives the rebooking fees for all flight tickets that were / were issued from 28 January 2020 until 30 April 2020 and offers a one-time rebooking free of charge. This applies to all newly purchased tickets. Passengers can now rebook these tickets without a rebooking fee until 15 December 2020 (end of trip). If flights have been canceled in your booking, you can also receive a cash refund.

Turkish Airlines

Update – 17 May: Extended grace period

The detailed conditions can be found here

Existing bookings

Bookings made before 20 March 2020 for flights up to 31 December 2020 can be rebooked free of charge once to a new date or a new route (destination in the same region). Alternatively, it can also be converted into an Open Ticket, which can be rebooked at a later date. If your flight is canceled by Turkish Airlines, a cash refund is also possible.

New bookings

Tickets that are newly booked until 20 June 2020 for a date until the end of December 2021 (exception: Turkish domestic flights) can be converted into an “Open Ticket” free of charge. This ticket can then be rebooked free of charge at a later date. The tariff difference is calculated and the conversion or rebooking must be initiated before departure.

United Airlines

Update – 09 April: Extension of the grace period until the end of 2020

The detailed conditions can be found here

Existing bookings

Existing bookings that were booked before 02 March for trips up to the end of 2020 can be rebooked free of charge within the validity of the ticket. The new travel date must be within 12 months of the originally planned departure date. The changes must be requested by 30 April 2020. If no new travel date has been set, the ticket can only be canceled and the ticket value can be redeemed at a later time for a new United flight. The tariff difference applies in both cases and route changes are possible. If United’s flight is canceled, a cash refund is also possible.

New bookings

Tickets booked until 31 March 2020 can be rebooked free of charge in the following 12 months. Alternatively, the flight can also be canceled and the ticket value used for a new United flight within 12 months.

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